Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in Supply Chain Domain.

Scope:

Deliver flawless application support to Blue Yonder customers by resolving complex solution issues

• Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
• Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain
• Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service

Our current technical environment:

i. Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

     - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.

     - Code debugging

     - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

     - Troubleshooting Mobile application issues

ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

     - to monitor application health and to investigate application issues.

     - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

What you’ll do:

Delivers excellent customer experience by

• Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
• Reviewing the product source code or design document as necessary
• Owning and resolve all cases for global customers, adhering to defined SLA’s
• Documenting learnings and create knowledge articles for repeated cases
• Replicating and maintain customer environments
• Maintaining knowledge of customer solution and customization
• Demonstrating sense of urgency and swiftness with all customer interactions
• Acting as Techno-functional POC for all cases and ensure timely triage and assignment
• Utilizing instant messenger and other tools to collaborate globally
• Working in shifts and being flexible with the timings
• Meeting organization and team level goals
• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
• Identifying areas of improvement and scope of automation on routine tasks or activities
• Helping in meeting team level goals and be a team player

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 0 to 2 years
• Good Communication and Strong Analytical Skills
• Supply Chain domain experience
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster
• Experience of managing ERP products is preferred
• Provide technical and solution leadership during Critical/Major issues.
• Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
• Experience with varied tools such as AppD & Splunk
• Experience working in a team

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.